View Poll Results: What Do Customers Hear When They are on Hold with Your Business?

9. You may not vote on this poll
  • Silence

    7 77.78%
  • Music or other audio

    0 0%
  • Information about our facility/business

    2 22.22%
Results 1 to 7 of 7
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  • 2 Post By SMSSId
  • 1 Post By Lisa T
  • 5 Post By Gina6k
  • 2 Post By mseguin
  • 1 Post By pacnwstorage

Thread: Hold Music, Facility Info or Silence?

  1. #1
    TonyISS's Avatar
    TonyISS is online now Super Moderator
    Join Date
    Jan 2012
    Phoenix, AZ

    Default Hold Music, Facility Info or Silence?

    I called a facility earlier today and got put on hold for three or four minutes listening to total silence. I can't remember the last time I called a business, was placed on hold and didn't hear some form of music or information about the business I was calling (specials, address, hours of operation, etc.). Thus a poll.

    As an addendum, why did you choose your particular phone hold strategy? As a customer, which do you prefer and why?
    Tony Jones
    Manager, Inside Self-Storage Store
    Former Community Manager, Self-Storage Talk
    tjones at vpico dot com

  2. #2
    SMSSId's Avatar
    SMSSId is offline Senior Member
    Join Date
    May 2010

    Default Re: Hold Music, Facility Info or Silence?

    If we can’t speak with the customer when they call, we explain why we can’t, ask for a callback number and call them back ASAP. We have no music, no press one for this or two for that, and no hold if it’s going to be greater than a minute. It’s easy to explain you’re completing another transaction, not in the office, etc.

    I won’t sit on hold for very long, I hate press one for this or that, let me speak to a real person. If it’s important I'll give them my number (NO Tele marketers ) when I'm not in the office the office phone is transferred to my cell. I could be anywhere.

    Where's #4?
    Gina6k and geraldine1051 like this.

  3. #3
    Lisa T's Avatar
    Lisa T is offline Senior Member
    Join Date
    Jan 2008
    Happy to be in Myrtle Beach, SC!!!

    Default Re: Hold Music, Facility Info or Silence?

    I can't remember the last time I put someone on hold, if ever, and I don't know what they would hear if I did. But if I can't help the person immediately, I still answer the phone and ask them if I can call them right back.
    pacnwstorage likes this.

  4. #4
    Gina6k's Avatar
    Gina6k is offline Moderator
    Join Date
    Apr 2008
    Morgan Hill, California

    Default Re: Hold Music, Facility Info or Silence?

    If someone wants to wait a minute or so instead of letting me call back I warn them we don't have any irritating music playing on hold. That usually elicits a laugh and/or a sigh of relief. I can't tell you how many times I've hung up calling a business because the music is so bad, distorted &/or loud that it can give you an instant headache.

    Here's a riddle:
    Q: What's the fastest way to chase away a customer?
    A: Play curse-word filled rap on-hold music at 140 dB.
    Last edited by Gina6k; 2nd November 2013 at 01:44 PM.
    Gina 6k
    CochraneStorage dot com
    Morgan Hill, California

    You only live once, but if you do it right, once is enough!
    I am not an attorney, just an experienced manager who is willing to share what I have learned. Your thoughts, practices or opinions may vary and neither of us may be right.

  5. #5
    EricColbert is offline Junior Member
    Join Date
    Oct 2014
    Palmerston North

    Default Re: Hold Music, Facility Info or Silence?

    As both a storage owner and a customer myself, I would definitely prefer to hear at least some music or message while being put on hold. Else, how do I know if the other person on the line simply hung up on me? It is kind of rude to be put on a completely silent line. If they have not installed a waiting tone or music or message, then I think it is better to hear the other person’s breath to at least tell me there is still someone there.

  6. #6
    mseguin is offline Senior Member
    Join Date
    Apr 2013
    Ottawa, Canada

    Default Re: Hold Music, Facility Info or Silence?

    When I'm on hold, I don't mind hearing a little about the business that I am trying to contact. What I don't like (yes I am looking at you Bell) is hearing about how I am a valued customers after being transferred 3 times and being on hold for 20 minutes.

    And for all that is holy, please don't put me on hold if your planning to play grainy 80's elevator music.
    Gina6k and lady5563 like this.

  7. #7
    pacnwstorage is online now Member
    Join Date
    Oct 2014
    Eugene, Oregon

    Default Re: Hold Music, Facility Info or Silence?

    I get a number to call them back asap and promise them to keep my promise of calling back. I don't want them going to the next storage business on their list calling for pricing. If I know the person calling I ask if they can hold for a second and then leave the line open and lay the phone down so they can hear me finish with whatever I am doing.
    lady5563 likes this.
    It just doesn't get any better than this!



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